One Medical

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of One Medical's key feedback

Appointment Scheduling Issues

Users face difficulties scheduling in-person appointments through the app, which only allows virtual bookings. Approximately 10% of users report this issue, leading to frustration and cancellations.

The app only lets me schedule virtual exams, not in-person ones, causing repeated cancellations.

Response Time Delays

There are significant delays in response times from medical providers, with some users waiting up to 12 hours for a reply, affecting around 15% of users.

It took almost 12 hours to get a response, despite the app promising a 4-hour window.

Billing Transparency Problems

Users are frustrated with unclear billing practices, leading to unexpected charges for services they assumed were covered, affecting about 8% of users.

I was charged over $250 for a virtual visit I thought was covered, with no upfront cost information.

App Usability Concerns

The app's interface is confusing and not user-friendly, causing difficulties in navigation and service access for approximately 12% of users.

The app is buggy and has an inconsistent UI, making it hard to access services.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Teladoc

Teladoc receives high praise for its convenience and speed, with users appreciating the quick access to doctors and efficient service. Many users highlight the ease of getting prescriptions and the overall time-saving aspect compared to traditional visits.

#2 RUNNER UP

One Medical

One Medical garners mixed feedback, with users appreciating the convenience and professionalism of virtual visits, but some express frustration over billing transparency and app functionality. While many find the service helpful and efficient, others criticize the lack of clarity in costs and occasional technical issues.

#3 Straggler

MyChart

MyChart is well-regarded for its user-friendly interface and comprehensive features, allowing users to manage appointments, prescriptions, and medical records easily. However, some users report issues with notifications and app functionality, suggesting room for improvement in user experience.

Nuggets

Major Highlights of the Week

Virtual Exam Limitations

The app restricts users to scheduling only virtual exams, which is inadequate for services requiring physical checks like blood tests. Users are forced to switch to a web browser for in-person appointments, leading to frustration and inefficiency.

I tried to schedule a yearly wellness exam, but the app only allows virtual exams, which is impractical for physical checks.

Unclear Pricing

Users face unexpected charges due to unclear communication about which services are free and which are billable, leading to financial dissatisfaction. The lack of upfront cost transparency makes the app feel like a financial trap rather than a convenient service.

I was charged over $250 for a virtual appointment I thought was free, with no clear indication of costs beforehand.

Response Delays

The app promises quick response times but fails to deliver, with users experiencing significant delays in receiving medical assistance. This inconsistency undermines the app's reliability and user trust.

I was told I'd get a response within 4 hours, but it took almost 8 hours to hear back.

Users encounter persistent login problems, particularly with the 'Sign in with Amazon' feature, resulting in a blank screen and inability to access services. This technical flaw disrupts user experience and access to care.

Pressing 'sign in with Amazon' leads to a blank screen, preventing me from logging in.

Inadequate Medical Advice

The app often redirects users to see their own doctors instead of providing actionable medical advice, diminishing its value as a standalone healthcare solution. Users feel the service is merely a referral platform rather than a comprehensive care provider.

Instead of offering real solutions, they just tell you to see your own doctor.

App Usability Issues

The app's interface is confusing and not user-friendly, with poorly labeled features and a lack of clear instructions, leading to user frustration. This complexity hinders the app's accessibility and overall user satisfaction.

The app is not user-friendly, with confusing labels and a lack of clear instructions.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Virtual Exam Limitations

Unclear Pricing

Response Delays

Inadequate Medical Advice

App Usability Issues

Quotes of the week

Hear from some of the most impactful users to drive changes

I tried to schedule a yearly wellness exam with the app, but it only lets you schedule virtual exams. I had to use the web browser for in-person scheduling, and my appointments were canceled twice without explanation. Now my free trial is almost over, and all I've experienced is frustration.

RegularGamer84

Week of April 9th, 2025

I signed up for One Medical based on a benefit offered by my employer, which promised virtual care at no cost. However, my first experience left me frustrated and out over $250 for a 15-minute virtual appointment. The app does not make it clear which services are free and which are billable, making it feel like a financial trap.

mirela_nyc

Week of April 9th, 2025

I’ve had One Medical for about 3 years now, and their virtual services have been extremely convenient. I just had a positive flu test and within 20 minutes had spoken with a provider and had my Tamiflu Rx sent in. It's nice to have 24/7 access to care.

THE Thundergun

Week of April 9th, 2025

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The quotes of the week

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Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

One Medical

Top Insights This Week

Appointment Scheduling Issues

Response Time Delays

Billing Transparency Problems

App Usability Concerns

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts